Senior Manager, Customer Support

Job Description

Muck Rack, a leading SaaS platform for public relations, is seeking a Senior Manager, Customer Support. This role involves leading a growing team and evolving support operations at scale, reporting to the VP of Customer Experience and Adoption. The Senior Manager will manage Associate Managers, build and lead a vendor (BPO) strategy, and shape the future of the Solutions Support function.Role involves:

• Managing and mentoring Associate Managers.
• Owning the relationship with BPO partners.
• Leading and evolving the Solutions Support function.
• Evaluating and implementing AI-driven support enhancements.
• Driving continuous improvement in workflows and quality assurance.
• Partnering with various teams to improve support impact.
• Defining and supporting career progression for support team members.

Requirements:

• 6+ years of experience in customer support, including 3+ years in people management, preferably in a B2B SaaS environment.
• Experience working with or directly managing a BPO partner.
• Hands-on experience in email/chat support and familiarity with Salesforce, Zendesk, Intercom, and QA tools/processes.
• Experience leading or contributing to the implementation of AI, automation, or tooling in a support organization.
• Strong cross-functional partnership and ability to move from strategic to tactical work.
• Empathy, clear communication, and enjoyment in helping others succeed.

Role offers:

• Remote work setup.
• Home office stipend.
• Phone and internet reimbursement.
• Coworking membership.
• Competitive geo-neutral pay in the U.S.
• Annual reviews.
• Standardized bonus plan.
• 401(k) with employer contributions.
• Equity opportunities.
• Comprehensive medical, dental, vision, disability, and life insurance.
• PTO, sick, and mental health days.
• Paid holidays.
• Parental leave.
• Learning and development opportunities.